Jennifer Richardelle
Brownsville
Summary
Dynamic call center representative with 7 years of experience in customer service excellence, proficient in client satisfaction and support. Skilled in managing high-call volumes and improving service processes.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Call Center Representative
Advisor 1
Brownsville, TX
06.2021 - 01.2025
- Managed over 100 calls daily, resolving issues 95% of time
- Improved client satisfaction by 30% through effective support
- Trained 5 new employees, boosting team performance 20%
- Utilized call center software to document interactions and track customer issues.
- Provided exceptional customer service by resolving inquiries and complaints efficiently.
- Assisted in training new representatives on company policies and procedures.
- Adapted quickly to changing product information and protocols during peak periods.
- Collaborated with team members to enhance workflow processes and service delivery.
Home Care Provider
DMC Primary Care
Brownsville, TX
03.2016 - 11.2021
- Assisted clients with daily living activities, enhancing overall quality of life.
- Administered medication and monitored health conditions to ensure client safety.
- Provided companionship and emotional support to clients, fostering positive relationships.
- Developed personalized care plans in collaboration with healthcare professionals.
- Implemented safety measures and protocols to minimize risks in home environments.
- Assisted patients with personal requirements for housekeeping and grooming assistance.
- Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces, and purchasing supplies.
- Provided patients with assistance in completing daily tasks, reducing daily burden on family members.
Client Relations Specialist
NexxLinx
Austin, TX
05.2009 - 06.2015
- Handled high-volume calls, achieving 20% faster resolutions
- Initiated feedback program, increasing returns by 25%
- Succeeded in upselling products, boosting revenue 15%
- Cultivated strong client relationships through effective communication and problem-solving strategies.
- Managed client inquiries and escalations, ensuring timely resolution and satisfaction.
- Developed and implemented client feedback processes to enhance service delivery.
- Collaborated with cross-functional teams to align services with client needs and expectations.
- Established rapport with potential customers during sales calls, leading to increased conversion rates from prospects into active clients.
- Managed a diverse portfolio of clients, ensuring their needs were met and expectations exceeded.
- Logged call information and solutions provided into internal database.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Made customers aware of current and new programs and services.
- Assisted customers with opening accounts and signing up for new services.
- Completed opening and closing functions to meet operational needs.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
Education
Master of Business Administration - Management
Springfield University
Springfield, Illinois06-2017
Bachelor of Arts - Communication
Central College
Springfield, Illinois05-2015
Skills
- Customer Service
- Problem Solving
- Communication Skills
- Time Management
- Team Leadership
- Service Improvement
- Conflict Resolution
- CRM Software
Certification
- Customer Service Excellence - Customer Experience Institute
- Call Center Operations Management - National Call Center Association
Languages
Spanish
Beginner (A1)
French
Intermediate (B1)
German
Beginner (A1)
Timeline
Call Center Representative
Advisor 1
06.2021 - 01.2025
Home Care Provider
DMC Primary Care
03.2016 - 11.2021
Client Relations Specialist
NexxLinx
05.2009 - 06.2015
Master of Business Administration - Management
Springfield University
Bachelor of Arts - Communication
Central College